Workforce Management (WFM) Capacity Planning & Forecasting/Scheduling Consultant

Our client, a major utility company, is looking for a dynamic  Workforce Management (WFM) Capacity Planning & Forecasting/Scheduling Consultant to join their team at their headquarters in Detroit. 

This is a long-term contract role (possible extension or direct hire) with a pay rate of $50 - $65 hourly. (benefits available) 

Location: Remote (Must reside in the continental US)

Our client is seeking a strategic and experienced WFM Capacity Planning & Forecasting/Scheduling Consultant to lead workforce capacity planning and management efforts for their global organization. This pivotal role ensures optimal workforce operations, collaborating closely with global BPO partners in Central America and the Philippines. The ideal candidate will excel in workforce management, with expertise in the IEX NICE platform, and demonstrate a proven ability to manage large-scale operations with nearly 1,000 representatives.

Key Responsibilities:

• Strategic Workforce Planning: Develop and execute workforce strategies aligned with long-term business goals and service level agreements (SLAs).
• Forecasting: Utilize advanced analytics to predict workforce needs, accounting for business growth and seasonal changes.
• Scheduling: Create and manage efficient schedules to maximize workforce productivity and ensure SLA compliance.
• Real-Time Management: Lead real-time analysts to monitor and adjust workforce operations for optimal performance.
• BPO Collaboration: Partner with BPO teams in Central America and the Philippines to align with operational objectives.
• Performance Optimization: Leverage the IEX NICE platform to track, analyze, and improve workforce performance.
• Reporting: Oversee workforce analytics and reporting, delivering actionable insights to leadership.
• Budget Management: Manage a $40 million workforce budget, ensuring cost-effectiveness and alignment with financial targets.
• Stakeholder Engagement: Work with HR, Operations, and other teams to address workforce challenges and drive initiatives.
• Compliance & Best Practices: Ensure compliance with policies and promote industry best practices across operations.

Required Qualifications:

• Bachelor’s degree in Business Administration, Human Resources, or a related field; Master’s degree preferred.
• 7–10 years of workforce management experience, with 5+ years in a senior/managerial role.
• Strong background in supporting BPO operations in Central America and the Philippines.
• Union experience required.
• Expertise with IEX NICE and workforce management tools.
• Green Belt Certification (Black Belt preferred).
• Exceptional leadership, analytical, and communication skills.

Preferred Qualifications:

• Certification in workforce management or related areas.
• Experience in the energy sector.
• Knowledge of additional WFM technologies and methodologies.

Additional Details:

• Must reside in the continental United States.
• While this role is remote, candidates must be able to report as needed to the Home Office in Detroit, MI.

If you’re ready to take on a high-impact role in workforce management and thrive in a fast-paced, collaborative environment, apply now to join our client’s dynamic team!